Program and Development Director

POSITION OVERVIEW:

The Program and Development Director is a Senior Management role and is responsible for the overall management of patient support services, including but not limited to screening, registration, scheduling, housing, and transportation, and working with partner organizations and government units. The Program and Development Director  will ensure that all patients receive the highest level of customer service and that all staff members are providing excellent customer service. The Program and Development Director will also be responsible for developing and implementing policies and procedures related to patient support services.

ESSENTIAL DUTIES:

1. Provide a high standard of support to patients and clinical staff as a part of a multidisciplinary team. Collaborate with clinical and support staff to foster the delivery of quality care.
2. Ensure proper scheduling of patient appointments and timely reminder calls to patients for follow-up schedules.
3. Review and improve patient scheduling to reduce waiting times and drop-outs.
4. Ensure that patient monitoring databases are up-to-date and accurate.
5. Ensure that patients are informed about delays or wait times to ensure they are seen on time while also updating their information at every visit.
6. Ensure that patients are well-informed about the specific hospital services.
7. Ensure that patient queries and concerns are addressed in a timely manner.
8. Investigate patient concerns and implement appropriate courses of action.
9. Collaborate with external partners and ensure the availability of patient housing accommodation and transportation.
10. Manage the Patient Services Coordinator team and supervise mobile clinic operations and arrangements.
11. Designs, monitors, and manages mobile clinic schedules/roster.
12. Manage Social Workers and schedulers to minimize patient appointment cancellations.
13. Builds partnerships with local government units, churches, and other organizations to increase reach and impact.
14. Build and maintain relationships with all department heads and external partners to make sound decisions and develop strategic goals.
15. Plan, monitor, and analyze key metrics for the day-to-day performance of all Patient Support Services staff to ensure efficient and timely completion of tasks.
16. Conducts regular meetings with the Patient Support Services Team to set objectives for the team and evaluate progress, oversee implementation of objectives, and identify any barriers to reaching these objectives.
17. Conducts departmental orientation and in-service training to explain policies and work procedures related to Patient Support Services.
18. Foster an environment within the team that supports staff development and encourages ideas and takes account of staff opinions. 
19. Obtain adequate facts and evaluate data to identify and intervene in actual and/or potential safety and risk management issues related to Patient Support Services.
20. Ensure that all pertinent information is properly communicated to all departments and leadership concerned in a timely manner.
21. Document pertinent information, actions, and decisions and communicate to the Executive Director.
22. Uphold organization policies and standards, ensuring legislative regulations are followed
23. Review and assess department projected budgets and goals/objectives/specific activities monthly and submit reports to the Executive Director for review and approval.
24. Adopt a strategic approach to the development and management of patient support services.
25. Recruit, train, and mentor Patient Support Service staff.
26. Continually seeks and acts upon opportunities for personal and team development.
27. Ensure that information relating to patients, clinical staff, and the organization is kept confidential and may only be divulged to authorized persons in accordance with the Data Privacy Act and related company policies.

OTHER DUTIES
 

• Uphold the highest standards of quality and efficiency in line with hospital quality programs (e.g. Safecare, DOH, etc.) requirements.
• Ensure a safe and secure work environment by strictly adhering to infection prevention and control protocols such as but not limited to handwashing, wearing of PPE, etc.
• Commit to sustainable and eco-friendly work practices by minimizing waste, optimizing resource usage and actively participating in initiatives that promote environmental stewardship.

Please note this position description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the co-worker for this position. Duties, responsibilities, and activities may change at any time with or without notice. Co-workers must perform other tasks, duties, and projects as assigned, as members of the team. It is also expected that every employee at any level shows initiative and willingness to contribute even in areas that are outside their normal job duties.

EDUCATION/EXPERIENCE REQUIREMENTS:

1. Minimum Education Required: Bachelor’s degree in business administration, marketing, medical and behavioral sciences or related fields
2. Certificate/License Required; if any: With Professional Driver’s License
3. Minimum Experience Required: 5+ years of a senior leadership role in the appropriate field; 1 to 2 years’ experience in social work, nursing, or community development. Preferably with experience in a healthcare organization or NGO

KNOWLEDGE, SKILLS & ABILITIES:

1. Experience with budget and business plan development
2. Proven ability to develop innovative solutions for increased productivity
3. Superior negotiation skills in both internal and external settings
4. Masterful organizational, communication, and leadership skills, demonstrated by previous professional success
5. Strong ethical leadership abilities.
6. Excellent written and verbal communication skills.
7. Strong people skills.
8. Outstanding organizational skills.
9. Ability to make projections three years into the future.
10. Strong working knowledge of industry regulations and legislative guidelines
11. Must demonstrate a sincere commitment to the mission of CURE Philippines.
12. Must love people and can quickly build rapport.
13. Willingness to spend a significant portion of time out of the office meeting partners, supporting patients, and building awareness about the services offered by the Hospital.

COMPETENCIES:

1. Attention to Details. Able to be alert in a high-risk environment; follow detailed procedures and ensure accuracy in documentation and data; carefully monitor processes; concentrate on routine work details, and organize and maintain a system of records.
2. Continuous Learning.  Able to stay informed of current industry trends; learn and apply new concepts and demonstrate career self-reliance; identify own areas of opportunity and set and monitor self-development goals.
3. Decisiveness. Able to stand by a decision, despite second guessing or disagreement from others; take quick action in a high-risk crisis; make difficult decisions and follow through; assess a situation and make an optimal and speedy decision despite limited information.
4. Policies, Process, and Procedures.  Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to unwritten rules or practices.
5. Team Work. Able to share due credit with co-workers; display enthusiasm and promote a friendly group working environment; work closely with other departments as necessary; support group decisions and solicit opinions from co-workers; display team spirit.